American Girl Guest Services Associate

The Opportunity: The Guest Service Associate is located at the AG Retail Flagship Chicago location and reports directly to the Assistant Department Manager. They are responsible for the overall day-to-day of customer service and curbside orders. We are looking for a dynamic individual who has interpersonal skills to provide directions, answer questions, resolve and record customer problems, assisting, and supporting the store in all aspects of customer service.

What Your Impact Will Be: 

• Approach, acknowledge, and assist customers promptly; handle multiple customers effectively, keeping up with the pace of business.
• Assess and meet customer merchandise and service needs by sharing product knowledge, answering questions, and directing customers to merchandise, suggestive upselling, and awareness of product availability.
• Process curbside orders and correspondence.
• Share information on store events, promotions, and activities with customers.
• Promptly and accurately process all point-of-sale transactions, including handling instore and online returns and telephone orders.
• Makes suggestions/share product knowledge to turn returns into exchanges.
• Prioritize customer experience by providing premium customer service and assisting with customer recovery/retention.
• Communicate merchandise and service needs to management on a timely basis.
• Contribute to achieving store and company goals/KPIs.
• Provide feedback to management on all observations, which could elevate the overall experience and resolve problems in a timely manner.
• Share information with co-workers following shift changes and days off.
• Seek and retain information from internal communications. Communicate store policy and processes to customers as ensure full understanding.
• Follow-up with customer service issues in a timely manner as well as partner with management for any escalated issues for a positive resolution.

What We’re Looking For:

•  Must have sales experience in the specialty retail or service industry.
• Must possess basic computer skills; experience using a POS System.
• Must be willing to work a flexible retail schedule, including days, nights, weekends and holidays.
• Must be able to communicate efficiently and effectively in person, via email and over the phone.
• Must possess problem solving and critical thinking skills.

Hourly:
The base hourly rate for this position is between $18 - $ 21.15.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:

American Girl is subsidiary of Mattel, a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, www.mattel.com), a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights